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  • 1.  Behavioral Health Call Center

    Posted 12-21-2020 14:56

    ​Good afternoon,

    We are in the midst of redesigning our outpatient behavioral health services, and we are looking to redesign our scheduling department into a call center.  Our vision is that we would have this department schedule new patients for OP behavioral health appointments and provide some follow-up calls to patients as a "check-in" provide some variation of care coordination or care navigation.

    Does anyone have a model similar to this already in practice or know of a provider who has this type of model to support their outpatient services?

    Appreciate the help!

    Sara Wright
    Wellspan Philhaven
    Mt. Gretna PA

  • 2.  RE: Behavioral Health Call Center

    Posted 12-22-2020 10:21

    Good morning,

    I would also be interested in any information shared.


    Thanks Shari


    Shari Pisarcik

    Children's Service Center

    Wilkes Barre, PA


    Sent from Mail for Windows 10


  • 3.  RE: Behavioral Health Call Center

    Posted 12-22-2020 16:35
    I would be interested as well.

    Dr. Amber Beane, MA, Ed.D
    Manager, Program Evaluation
    Department of Psychiatry

  • 4.  RE: Behavioral Health Call Center

    Posted 12-23-2020 16:15


    I will be sure to pass along if I receive any information.  As of right now, I haven't received anything.

    Hope you have a happy and safe holiday!

    Sara Wright
    Wellspan Philhaven
    Mt. Gretna PA

  • 5.  RE: Behavioral Health Call Center

    Posted 12-23-2020 16:16

    Hello everyone:

    We are a CCBHC in Reading PA, and we have Clinical Care Coordinators who also do scheduling, so a similar concept to what you are describing.  This is a model that has been evolving and the centralized scheduling aspect is new, so we are tweaking our system ongoing, but some of what we are doing is:

    • We work by clinical huddles, so each CCC is assigned the patients for a particular huddle. The intent is they develop an ongoing relationship with those patients as well as take care of their scheduling needs-- within the organization as well as related to referral to outside providers.
    • We recently identified how important it is that patients establish that "personal " relationship from the beginning and are working on ways to strengthen that introduction.
    • We have transitioned to scheduling episodes of care versus appointment by appointment.
    • Our CCCs also do much of our screening --another way in which they have an ongoing relationship with these patients. 
    • We also imagined them working in a hub, somewhat of a call center, but this has been temporarily derailed by COVID, as many, but not all are working from home. We recently implemented computer soft phones so they can process calls in real time.
    • We have two full time CCCs assigned to admissions-- one to process referral calls and work with referral sources and one to work with the intake team.
    • We have worked on ways to still do a smooth transition of care with Zoom using break out rooms and also schedule multiple services at the same time.  So, for example, a CCC can be waiting in the waiting room to schedule with a patient or discuss a screening immediately after his/her clinical session. 

    Those are just a few ideas from where we are at.  I would be glad to share more with anyone and also to hear more about others' ideas.

    Chris Axford

    CEO Berks Counseling Center

    Chris Axford
    Berks Counseling Center
    Reading PA